Next-gen ITSM

Enterprise-grade ITSM intelligence that drives service desk excellence

  • GenAI for daily tasks
  • Intelligent predictions across ITSM
  • AI-augmented virtual agent for actionable self-service
  • Uninterrupted flow of work within Microsoft Copilot
  • Your LLM of choice - Pick native Zia LLM, ChatGPT,
    or Azure OpenAI

High-value AI for employees, technicians, and process owners

Zia, the native AI assistant in ServiceDesk Plus is powered by a combination of three AI technologies: Proprietary ML algorithms, the native Zia LLM, and integrations with public LLM service providers. Built on this powerful and secure AI stack, Zia delivers specific capabilities that make working with a service desk less mundane and more productive for employees, technicians, and process owners.

AI driven employee experience
For employees
  • Ask Zia, GenAI-powered, multi-modal conversational AI companion
  • Intelligent enterprise knowledge discovery and recommendations
  • Public knowledge search powered by Zia LLM, ChatGPT, and Azure OpenAI
  • Text and voice support to request services through Zia
  • Conversational workflows that spur self-service
AI driven ITSM for technicians
For technicians
  • Intelligent triage and routing
  • Response and content generation across ITSM practices
  • Generation of knowledge artifacts
  • Summarization of ticket conversations
  • Sentiment analysis to gauge end-user satisfaction
  • Generation of post-incident reviews to accelerate RCA
  • Automated approvals, asset acknowledgements, and ticket reopening via email replies
  • On-demand checklist generation
  • Generation of accurate resolutions
AI driven ITSM for processowners
For process owners
  • Incident clustering for problem prediction
  • Change risk prediction
  • Code generation for low-code Custom Functions, helping build bespoke automations in seconds
  • Generate JavaScripts for form-level automations
  • Build workflows from simple descriptions or images
  • Intelligent insights extracted and spotlighted by Zia
  • Report and dashboard generation through simple natural language prompts*
  • Zia Dashboard to track AI usage

*Powered by an integration with Analytics Plus

How can high-value AI in ITSM help you?

ManageEngine believes AI is a utility that will supercharge efficiencies and experiences for all IT teams, irrespective of the organization size or vertical. Zia's native AI capabilities are available in ServiceDesk Plus at no additional cost. Since it can be rapidly deployed, our AI engine starts delivering value right from the get-go.

You can bring your own GenAI model (Azure OpenAI or OpenAI ChatGPT) or use the native Zia LLM that runs within our datacenters, which ensures your data does not leave our servers when using GenAI capabilities.

The generative

Accelerate daily work with GenAI power-ups! Zia can search and extract KB excerpts, summarize tickets, generate code, draft replies, notes, descriptions, and so much more.

  • Design
  • Draft
  • Summarize
  • Search
  • Understand
  • Choose
Zia's workflow assist

Why spend hours piecing workflows together when Ask Zia can do it for you? Workflow Assist takes your requirements or even a simple sketch and generates complete, ready-to-run workflows in seconds, with smart suggestions to keep every node connected.

AI-powered reply & text assist

Compose and polish replies, notes, and descriptions with Reply Assist and Text Assist. Generate bespoke low-code scripts, solution articles, and checklists with simple prompts, and generate accurate resolutions from ticket details.

Zia's ticket conversation summary

No more scrolling to understand tickets! Conversation Summary brings technicians and IT managers up to speed on every interaction that has taken place, saving valuable time.

Zia solution recommendation

Help employees and technicians zero in on the right solution with both public LLM search and RAG-powered Solution Assist for private knowledge search.

Ticket approval automation

Email is still a popular choice for responding to approval or acknowledgement requests. So why not let GenAI identify intent and automatically approve requests?

GenAI model preference

The best part is, you can put your preferred AI model on the job. Choose between Zia LLM, hosted locally within the datacenters, OpenAI ChatGPT, or Azure OpenAI. With Zia LLM, your data does not leave our datacenters, ensuring the highest standards of data privacy.

Explore generative AI→

The predictive

Stop the guesswork and put Zia in charge. Zia can intelligently prioritize tickets, assign them to technicians, identify problems, and ascertain change risk. Zia is secure and trained locally with our proprietary ML models.

  • Log, triage, and assign
  • Analyze emotion
  • Predict problems
  • Detect risks
Ticket categorization using Zia

Zia continuously trains on historical data and suggests the right template, categorizes the ticket, estimates the priority, and puts the right person on the job.

AI-powered sentiment analysis

Delivering great experiences starts with understanding your end-user emotions. Sentiment Analysis in Zia predicts the emotional tone of requester conversations.

Zia's predictive intelligence for IT problems

Building an always-on IT estate is challenging, but it can be easy if you can see through emerging IT problems. Zia clusters similar incidents and spotlights potential problems.

Zia's IT change risk predictions

Change implementations are typically fraught with risks. Zia analyzes historical changes and predicts the change risk levels to mitigate them and stay the course.

Explore predictive AI→

The conversational

Get work done faster with Ask Zia, the GenAI-powered conversational AI companion that delivers multi-modal, human-like interactions through an LLM-style interface.

  • Guide users
  • Perform actions
  • Build reports
Ask Zia RAG

Ask Zia provides instant, context-aware guidance, summarizing relevant tips from internal KBs or public LLMs to help users complete tasks effortlessly.

Zia ticket automation

Turn insights into action without leaving the conversation. Ask Zia can assign tickets, update statuses, add notes, or close requests, all with a simple prompt, while preserving context so you can refine queries, follow up, or switch tasks effortlessly.

Insights from Zia

Stop wasting time on building reports manually. Ask Zia, and it will generate the reports, dashboards, and even extract insights, everything in one conversation.

Explore conversational AI→

How can I measure the adoption and impact of high-value AI?

While there is a steady uptick in interest on AI-driven ITSM, IT leaders need to understand the usage and impact of AI before they go all in. In ServiceDesk Plus, you can precisely measure the usage of every single AI capability, from prediction volumes and sentiment summaries to the number of tokens consumed by users across every LLM. All within one dashboard with versatile data visualizations.

AI capabilities
Explore Zia Dashboard→

Get started with AI-driven ITSM today. It's ready to deploy with no overheads!

Try ServiceDesk Plus now→

Frequently Asked Questions

Expand all

1. What is AI-driven ITSM and how does it benefit my organization?

2. What's high-value AI for ITSM? Do I need to purchase an add-on to access the AI capabilities in ServiceDesk Plus?

3. What are the benefits of having predictive, conversational, and generative AI on a single ITSM platform?

4. How does ServiceDesk Plus use generative AI to improve ITSM?